Cintas SSR Certification - Customer Retention Practice Questions and Answers 100% Pass

Cintas SSR Certification - Customer Retention Practice Questions and Answers 100% Pass What is the transition of trust? - ANSWER-The SSR and sales rep are present during the first service of the account and have the responsibility of ensuring the customer's needs are met when transferred from the sales rep to the SSR What are the main actions of the customer coaching portion of the Onboarding process? - ANSWER-SSR reviews the invoice and turn-in history with the contact to ensure the customer is maximizing the value of the program while also building trust in Cintas' processes ROLE PLAY - What is this service charge on the invoice? - ANSWER-The service charge consists of everything that goes into servicing your account, it takes into account factors such as maintaining our trucks, gas, the time it takes to service your account, my salary, and so on Why is our market reputation so important? - ANSWER-WOM - Customer tells 11 people when they have a problem or bad experience. This is known as the 11 to 3 phenomenon Copyright ©SOPHIABENNETT 2025 ACADEMIC YEARALL RIGHTS RESERVED. Page 2/8 What does NPS stand for? - ANSWER-Net promoter score/system What are the three NPS classifications? - ANSWER-Promoters - Likely to recommend Survey Score of 9 or 10 Passives - Likely to Recommend Survey score of 7 or 8 Detractors - Survey Score of 6 or less How do you calculate your NPS? - ANSWER-Promoters minus detractors divided by total surveys What are the four Service Quality Absolutes? - ANSWER-Customers want their uniforms/products They want them clean They want them functional and in the correct number They want to like and depend on their service provider What are four main components of creating raving fans? - ANSWER-Customers that love doing business with Cintas Stay with Cintas Grow their business with Cintas And recommend Cintas to other businesses Copyright ©SOPHIABENNETT 2025 ACADEMIC YEARALL RIGHTS RESERVED. Page 3/8 What is the under-promise over-deliver theory? - ANSWER-IT's important to not make unreasonable promises to a customer. When promising to do something, ensure it meets their expectation and then work with competitive urgency to deliver on your promise before and with a higher level of thoroughness and professionalism than what they were expecting. Give an example of taking seconds that count for TruCount - ANSWER- Give an example of taking seconds that count for Uniform Advantage - ANSWER- Give an Example of taking seconds that count for Prep and Emblem Advantage - ANSWER- Give an example of taking seconds that count for a proactive repair or upgrade (uniform or logo mat) - ANSWER- Explain how the repair bag process works - ANSWER-Customer will put garment in orange repair bag and identify using the options on the front of the bag what kind of service is needed. i.e.. Repair, upgrade, replacement, size change SSR will identify needed repair or order replacement in PR